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DigitalGenius - NOAH16 London

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Startup Stage - Business Services - Presentation by Chris Kellner, Head of Business Development of DigitalGenius at the NOAH Conference London 2016, Old Billingsgate on the 11th of November 2016.

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DigitalGenius - NOAH16 London

  1. 1. DigitalGeniusHuman+AI™ Customer Service "The key is making sure artificial intelligence and human intelligence work together. When this happens, both sides get smarter, and the customer gets better service. Next time you engage with your favorite brand and don’t have to suffer through a pre-programmed, un-helpful robot, there’s a good chance a platform like DigitalGenius is at play.” -- The Huffington Post
  2. 2. GET YOUR TICKET TODAY! www.noah-conference.com 2-3 Tempodrom, Berlin Old Billingsgate, London NOV201722-23 JUN2017 SAVE THE DATE
  3. 3. DigitalGenius 2 Artificial Intelligence Spectrum Chatbots Developer Tools: Building Platforms: motion.ai Rule-based, template-based tools for conversations in very limited domains. Artificial Intelligence Training computers to mimic human intelligence and eventually surpass it. Types: Companies to Watch: ANI: Artificial Narrow Intelligence AGI: Artificial General Intelligence Human+AI Interfaces Combining the best of human & machine intelligence in a seamless experience. Use Cases: Examples: facebook M Areas where humans conduct a lot of repetitive work. (Ex: Customer Service, Travel Booking) No A.I. Hollywood
  4. 4. DigitalGenius 3
  5. 5. DigitalGenius 4 Framework Human AgentsHuman Customer Agent Console DigitalGenius Deep Neural Networks System is trained on historical chat logs and customer service transcripts. Integrates with existing agent console.
  6. 6. DigitalGenius 5 AI Predictive Agent Prompts Human Customer DigitalGenius Human Agents Customer Message “How can I upgrade my seat for the flight to Dubai?” AI Answer Suggestion “Please send your confirmation number. Or you can upgrade using the Mobile App.” 97% confidence System analyzes message Prompt suggested to Agent System learns from Agent interactions Response sent Deep Neural Networks Agent Console Approve Personalize
  7. 7. DigitalGenius 6 Automation Human Customer Answer if confidence level is more than: 95% Client sets this: When to use automation: •Volume Spikes•Service Disruptions•Repetitive Questions Automation Sent if above 95%+confidence Automated Response Human Agents Customer Message “How can I upgrade my seat for the flight to Dubai?” DigitalGenius Deep Neural Networks Agent Console AI Answer Suggestion “Please send your confirmation number. Or you can upgrade using the Mobile App.” 97% confidence Prompt suggested to Agent if below 95% confidence Approve Personalize System learns from Agent interactions Response sent
  8. 8. DigitalGenius 7 Sample User Journey The Customer initiates a Social Media conversation & the AI suggests the best response to the Agent 1 2 3
  9. 9. DigitalGenius 8 Sample User Journey A user initiates Live Chat & the AI automatically responds Automated 1 2 3
  10. 10. DigitalGenius 9 Case Study: KLM • Trained on historical logs • Deployed to 235 agents • English & Dutch • Integrated with Facebook Messenger, Facebook Posts, Twitter, Twitter DM
 • Adoption growth (cases) 3.65% --> 30.1% • Top Agents: • DG used in 50% of all cases closed • 9% DG "pure prompts" • Average DG used in 17% of all messages • ~21% reduction AHT for cases <5min
  11. 11. DigitalGenius Combining the best of human & machine intelligence. Human+AI Customer Service Chris Kellner Head of Business Development +447811954726 chris@digitalgenius.com
  12. 12. Selected Completed NOAH Transactions Focus on Leading European Internet companies Covering over 400 companies across 25 online verticals, a broad range of over 500 investors as well as 100+ online-focused corporates Deep understanding of industry dynamics Ability to add value beyond banking advice Facilitates overall process and minimizes management distraction NOAH Advisors is globally well connected and has direct access to virtually all key players in the industry Knowledge of and strong relationships with potential buyers’ key decision makers Proactively finds and unlocks attractive investment opportunities for leading investors Annual NOAH Conference in its 8th year Over 40 years of combined relevant M&A experience Routine execution of M&A and financing transactions with sizes of several billion euros 24 successfully completed NOAH Advisors transactions underline successful transfer of M&A competencies to the Internet sector Entrepreneurial mind-set, focused on growing the business and establishing a reputation for excellence Ability to deliver top results in short time frames Highly success-based compensation structures align interests of clients and NOAH Advisors, and demonstrate conviction to deliver top results Creative deal solutions September 2015 December 2014 September 2014 October 2014 May 2014 Sale of a 70% stake in to Exclusive Financial Advisor to Drushim and its Shareholders Sale of 100% of for $800m to Exclusive Financial Advisor to Fotolia and the Selling Shareholders Sale of 100% of for €80m to Exclusive Financial Advisor to Trovit and its Shareholders Sale of controlling stake in to Exclusive Financial Advisor to Facile.it and its Shareholders sold 100% of for $228m to a joint venture between Exclusive Financial Advisor to Yad2 and its Shareholders Unique Industry Know-How Unmatched Network and Relationships Strong Investment Banking Competence Full Commitment - We Are Entrepreneurs! EUROPE’S LEADING INTERNET CORPORATE FINANCE BOUTIQUE September 2016October 2016 May 2016 Investment in by Financial Advisor to Oakley Capital Exclusive Financial Advisor to 10Bis and its Shareholders ® Marco Rodzynek Managing Director & Founder marco.rodzynek@noah-advisors.com Jan Brandes Managing Director jan.brandes@noah-advisors.com Justus Lumpe Managing Director justus.lumpe@noah-advisors.com The NOAH Advisors Core Banking Team Nikhil Parmar Director nikhil.parmar@noah-advisors.com 10Bis Drushim Acquisition of a Majority Stake in by from at a valuation of €300m Investment in Exclusive Financial Advisor to KäuferPortal and its Shareholders by 84% Ownership